> ## Documentation Index
> Fetch the complete documentation index at: https://docs.junction.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Patient Communications
> Understand which email and SMS notifications Junction sends for each lab testing modality.
Junction can send patients email and SMS notifications as a lab order progresses. The available channels and events depend on the order's [testing modality](/lab/overview/testing-modalities).
Patient communications are separate from [webhook events](/webhooks/introduction). Patient communications contact the patient, while webhooks notify your integration about order and appointment changes.
The tables below show Junction's default SMS templates. Values such as `patient_first_name`, `team_name`, and `booking_link` are replaced with order-specific information before the message is sent. If your Team uses customized templates, the messages patients receive may differ. [Contact Junction support](/home/getting-support) for information about default email templates.
## Configure patient communications
You can enable or disable patient email and SMS in the [Junction Dashboard](https://app.junction.com/) under **Team Settings → Branding & Communication**. The settings apply to all orders placed by the Team.
| Email setting | SMS setting | Patient communications |
| ------------- | ----------- | --------------------------------------------------------------------- |
| Enabled | Enabled | Junction can send email and SMS when the event supports both channels |
| Enabled | Disabled | Junction sends supported email communications only |
| Disabled | Enabled | Junction sends supported SMS communications only |
| Disabled | Disabled | Junction sends no patient communications |
The order must also contain the patient's contact information:
* SMS messages require a valid phone number.
* Emails require a valid email address.
Provide these values in `patient_details` when [creating an order](/api-reference/lab-testing/create-order#body-patient-details).
Email and SMS availability varies by modality and event. The tables below show when Junction supports each communication channel.
## Communications support by modality
| Modality | SMS | Email |
| ------------------------------------------------------ | --- | ----- |
| [At-home test kit](/lab/testkits/overview) | Yes | No |
| [Mobile phlebotomy](/lab/at-home-phlebotomy/overview) | Yes | Yes |
| [Walk-in](/lab/walk-in/overview) | Yes | Yes |
| [On-site collection](/lab/on-site-collection/overview) | Yes | Yes |
## At-home test kits
At-home test kit communications use SMS only. Junction does not send patient emails for this modality.
The following communications correspond to events in the [test kit order lifecycle](/lab/testkits/order-lifecycle):
| Event | Default SMS template |
| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Order created with `ordered` status | Hey `{receiver_name}`,
Your order for the `{team_name}` health kit has been placed! We'll update you with where it is in the process via messages. |
| Kit moves to `transit_customer` | Your order for the `{team_name}` test kit is in transit, and should be arriving by `{eta}`. |
| Kit moves to `out_for_delivery` | Your order for the `{team_name}` test kit is out for delivery, and should be arriving by today |
| Sample moves to `delivered_to_lab` | Your test kit has arrived at our labs. We're processing your sample now! |
| Order moves to `completed` | The lab has finished processing your test kit, and your results should be ready soon. |
| Order moves to `cancelled` | Hey, your order for the `{team_name}` test kit has been cancelled. If this is by accident please contact support. |
### Collection reminders
Interested in this feature? Get in touch with your Customer Success Manager.
When order SMS reminders and the Junction User Portal are enabled for your Team, Junction may remind the patient to return a kit that remains in `with_customer` status:
| Timing | Default SMS template |
| ---------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 2 days after the kit reaches the patient | We're still waiting to receive your testkit sample. Please ship it as soon as possible so we can process your results. You can view collection instructions here: `{patient_portal_shortlink}`. Reply STOP to opt out. |
| 7 days after the kit reaches the patient | Reminder: we haven't received your testkit sample yet. Please ship it soon so we can process your results. You can view collection instructions here: `{patient_portal_shortlink}`. Reply STOP to opt out. |
Reminders stop once the sample moves to the return-shipping or laboratory-processing stages.
## Mobile phlebotomy
The following communications correspond to events in the [mobile phlebotomy order and appointment lifecycle](/lab/at-home-phlebotomy/order-appointment-lifecycle).
| Event | Default SMS template | Email |
| ------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| Order created with `ordered` status | Hi, `{patient_first_name}`, your order for the `{team_name}` at-home phlebotomy service has been placed! We'll provide you with updates on the status of your order via text messages. | None |
| Order moves to `requisition_created` | Hey `{patient_first_name}`, it's time to book your at-home phlebotomy draw. Please book a slot using the link provided in the e-mail you just received. | Provides the booking link and requisition |
| Appointment is pending | Your appointment with the phlebotomist has been requested! The assigned Phlebotomist should contact you in the next few days via e-mail or phone. | Confirms that the request is pending when email is enabled |
| Appointment is confirmed | Your appointment with the phlebotomist has been booked at `{date}`! You can reschedule or cancel using the following link `{booking_link}`. | Provides the appointment time and management link when email is enabled |
| Appointment is cancelled | Hey, your at-home-phlebotomy appointment at `{date}` for the `{team_name}` has been cancelled. You can rebook using the following link `{booking_link}`. | Confirms the cancellation and provides a rebooking link when email is enabled |
| Draw is completed | Your at-home phlebotomy draw is complete! We're delivering your sample to the lab for processing. | None |
| Order moves to `completed` | The lab has finished processing your blood sample, and your results should be ready soon. | None |
| Order moves to `cancelled` | Hey, your order for the `{team_name}` at-home-phlebotomy appointment has been cancelled. If this is by accident please contact support. | None |
When email and SMS are both enabled, requisition creation produces both communications. Appointment status updates are delivered by email; SMS is the fallback when email is disabled and SMS is enabled.
If [scheduling before requisition creation](/lab/at-home-phlebotomy/order-appointment-lifecycle#scheduling-appointments-before-a-requisition-has-been-created) is enabled, appointment messages are triggered by the appointment status. Non-appointment messages remain tied to the order status.
## Walk-in
Junction sends communications for selected events—not every status in the [walk-in order lifecycle](/lab/walk-in/order-lifecycle).
| Event | Default SMS template | Email |
| ------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- |
| Order created with `ordered` status | Hi, `{patient_first_name}`, your order for the `{team_name}` walk-in-test has been placed! We'll provide you with updates on the status of your order via text messages. | None |
| Order moves to `requisition_created` | When the User Portal is enabled: Hey `{patient_first_name}`, it's time to visit your local `{lab_name}` center. You can book your appointment at `{patient_portal_shortlink}`.
Without a User Portal link: Hey `{patient_first_name}`, it's time to visit your local `{lab_name}` center. Please check the email you just received for instructions. | Sends the requisition-ready email described below |
| Junction appointment is confirmed | Your appointment with the lab has been booked at `{date}` over at `{address}`! Here's your appointment key: `{appointment_key}`. | None |
| Junction appointment is cancelled | Hey, your lab appointment at `{date}` for `{team_name}` has been cancelled. | None |
| Order moves to `redraw_available` | Hi `{patient_first_name}`, your `{team_name}` results have come back with at least one missing biomarker. We recommend a redraw to complete your lab testing. We will send you an email shortly with more information. | Sends a redraw notification and, when available, a new requisition PDF |
| Order moves to `completed` | Your results have finished processing, and your results should be ready soon. | None |
| Order moves to `cancelled` | Hey, your order for the `{team_name}` walk-in-test has been cancelled. If this is by accident please contact support. | None |
Statuses not listed in this table do not produce a default patient communication. For example, Junction does not send a default patient message for `partial_results`, `sample_error`, or `requisition_bypassed`.
### Requisition-ready communication
The requisition-ready communication occurs when the order moves from `ordered` to `requisition_created`. This transition means the partner laboratory accepted the order and generated the requisition.
If SMS is enabled, Junction tells the patient that they can visit the partner laboratory. If email is enabled, Junction sends an email containing:
* The partner laboratory.
* Instructions for completing the collection.
* An appointment-booking link.
* The requisition PDF, when available.
When the [Junction User Portal](https://support.junction.com/articles/7021490417-patient-portal-product-guide?lang=en) is enabled, the SMS and email actions open the patient's order in the portal. Otherwise, the email action opens the partner laboratory's appointment-booking page.
### User Portal links
For supported Teams and laboratory partners, Junction creates a time-limited, pre-authorized User Portal link when the requisition is created. The patient can use the link to find a Patient Service Center, book an appointment where supported, and review their order and appointment details.
Because the link is pre-authorized, anyone with access to it may be able to open the patient's portal. Treat it as sensitive patient information and do not place it in logs or share it with anyone other than the patient.
The automated link is scoped to the relevant order. You do not need to call the [Create Portal URL endpoint](/api-reference/user/create-portal-url) for Junction-managed communications.
### Appointment communications
Appointments booked through Junction have a lifecycle separate from the order itself. See [PSC appointment scheduling](/lab/walk-in/psc-appointment-scheduling) and the [appointment lifecycle](/lab/walk-in/order-lifecycle#appointment-lifecycle).
Junction sends SMS—but not email—when an appointment is confirmed or cancelled. At this time, Junction's PSC appointment-scheduling API is available only for supported Quest locations. Patients can still book directly with other laboratory partners using the link in the requisition-ready communication.
### Appointment reminders
Interested in this feature? Get in touch with your Customer Success Manager.
When order SMS reminders are enabled for your Team, Junction may send SMS reminders containing a User Portal link. No reminder emails are sent.
Before an appointment is booked, Junction schedules the following reminders after requisition creation:
| Timing | Default SMS template |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 24 hours | Lab appointments can fill up fast. Booking now helps you avoid long wait times: `{patient_portal_shortlink}`. Reply STOP to opt out. |
| 72 hours | Still need to book your lab? It only takes a minute and guarantees your spot: `{patient_portal_shortlink}`. Reply STOP to opt out. |
| 7 days | There's a lab appointment available at `{psc_address}`. Use this booking link before it is gone: `{patient_portal_shortlink}`. Reply STOP to opt out.
If no nearby Patient Service Center address is available: A quick reminder that your lab order is still open. Use this booking link to schedule an appointment: `{patient_portal_shortlink}`. Reply STOP to opt out. |
Booking reminders stop after Junction receives a scheduled appointment event.
For appointments scheduled through Junction, reminders may be sent:
| Timing | Default SMS template |
| ------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 24 hours before the appointment | Reminder: You have a lab appointment tomorrow at `{appointment_time}`. View details: `{patient_portal_shortlink}`. Reply STOP to opt out.
If the appointment time is unavailable: Reminder: You have a lab appointment tomorrow. View details: `{patient_portal_shortlink}`. Reply STOP to opt out. |
| 2 hours before the appointment | Your lab appointment at `{appointment_address}` is in 2 hours. Don't forget to account for traffic and parking on your way in. To reschedule: `{patient_portal_shortlink}`. Reply STOP to opt out. |
If an appointment is booked less than 24 hours before its start time, Junction skips the elapsed 24-hour reminder. Rescheduling recalculates the reminder times, and cancelling clears pending appointment reminders.
### Scheduling before requisition creation
This feature is in **closed beta**.
Interested in this feature? Get in touch with your Customer Success Manager.
Some Teams can [schedule an appointment before the requisition has been created](/lab/walk-in/order-lifecycle#scheduling-appointments-before-a-requisition-has-been-created). In this workflow:
* Appointment confirmation and cancellation SMS messages are triggered by the appointment status.
* The requisition-ready SMS and email remain tied to the order's later `requisition_created` status.
* Junction does not send appointment confirmation or cancellation emails.
### Redraw communications
Redraws must be enabled for your Team for patients to receive SMS messages for the `redraw_available` event.
If an order becomes eligible for a [redraw](/lab/workflow/redraws), Junction can send an SMS telling the patient that another collection is recommended and a redraw notification email. The email includes a new requisition PDF when one is available.
## On-site collection
This feature is in **closed beta**.
Interested in this feature? Get in touch with your Customer Success Manager.
The following communications correspond to events in the [on-site collection order lifecycle](/lab/on-site-collection/order-lifecycle):
| Event | Default SMS template | Email |
| ------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------- |
| Order created with `ordered` status | Hi `{patient_first_name}`, your lab test with `{team_name}` has been ordered. Updates will be sent here. If you need help, please ask your on-site provider as this is a no-reply phone number. | None |
| Order moves to `requisition_created` | Your lab order form is ready! Please check your email for the PDF and follow your provider's instructions for sample collection. You will receive follow-up communications when results are ready. | Provides the requisition PDF and collection instructions |
| Draw is completed | Your on-site collection is complete! We're delivering your sample to the lab for processing. | None |
| Order moves to `completed` | Your results have finished processing and should be ready soon. | None |
| Order moves to `cancelled` | Hey, your order for the `{team_name}` on-site collection has been cancelled. If this is by accident, please contact support. | None |
## Customize or replace Junction communications
Interested in this feature? Get in touch with your Customer Success Manager.
Junction can customize SMS templates by event. Email templates can be branded and sent from your own domain. Work with your Customer Success Manager to configure these options.
To prevent Junction from contacting patients, disable both patient email and SMS. You can then subscribe to the modality's webhook events and send communications from your own system:
* [Walk-in webhooks](/lab/walk-in/webhooks)
* [Mobile phlebotomy webhooks](/lab/at-home-phlebotomy/webhooks)
* [At-home test kit webhooks](/lab/testkits/webhooks)
* [On-site collection webhooks](/lab/on-site-collection/webhooks)
Your integration is responsible for deciding which events should contact the patient and for preventing duplicate messages.
## Test communications in sandbox
Use the Junction Dashboard or the [Simulate Order endpoint](/api-reference/lab-testing/simulate-order) to move an order through supported statuses and test the corresponding communications. See [Testing in Sandbox](/lab/overview/sandbox) for the complete simulation workflow.